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Help Desk Supervisor

Date Posted:
13 Feb 2018
Job Type:
We are currently recruiting for a Helpdesk Supervisor to be based on our client site in the North West.

Working hours: 8:00am - 17:00pm

To assist and manage all aspects of the Helpdesk systems required by the EMCOR contract.  This includes Planned Preventative Maintenance (PPM), Reactive Works, and Project Works in accordance with both client and EMCOR Facilities Services requirements. Candidates will be required to communicate clearly with other personnel and departments and win the commitment of others to achieve high levels of operational performance.

  • To effectively administer the EMCOR CAFM system in relation to PPM, projects and reactive maintenance on the contract.
  • To receive and action direct telephone, email requests for service in accordance with the Help Desk procedures, answering calls in a professional and personable manner
  • To monitor and record the response of EFS Technicians to Help Desk requests and to ensure customer satisfaction with the service
  • To assist with the administration of sub-contractors and suppliers in accordance with EFS standard procedures including the issuing and tracking of purchase orders and sub-contract instructions, operational outlook programmes/site visit documentation, and the induction of sub-contractor visitors to site
  • To ensure the operation of the out-of-hours telephone answering service ensuring messages are relayed and actioned in a timely manner
  • To receive and make welcome all visitors to the EFS site accommodation ensuring they are correctly hosted and not allowed to wander un-escorted in workshops or the clients site in general
  • The overall operational output and performance of the Help Desk facility
  • To compile and distribute data relating to utilities, maintenance work and operational costs
  • Prepare any required reports generated from the CAFM system and/or manual
  • Provide general administrative support to the contract
  • To carry out all reasonable tasks that may be requested from time to time by the client or EFS management
  • To uphold and promote the good name of EFS at all times
  • To cover the Works Planning Co-ordinator as and when required
Person Specification
  • Appointment subject to approved SC clearance

  • Proven experience within a similar role

  • Experience of CAFM Management

  • Experience of SLA’s and KPI Monitoring

  • Good IT skills including MS Word, Excel, Power point and Project

  • Good level of interpersonal and customer relationship skills

  • Smart, presentable appearance

  • Ability to work under pressure

  • Ideally be security cleared to SC or meet all minimum criteria to apply for and pass security clearance procedures
  •  25 days annual leave
  • Auto enrol pension
  • Family friendly benefits

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